L1 NOC Engineer

Journeyfront, Inc.; Monterrey; Presencial; MXN 180.000 - 280.000; Jornada completa

Descripción de la vacante

Journeyfront, Inc. is seeking a L1 NOC Engineer to monitor critical infrastructure around the clock, perform initial troubleshooting, and escalate incidents as needed. The role involves proactive health checks, ISP coordination, and adherence to SOPs for incident and event management.

A strong focus on accurate ticketing and shift handovers is required. Responsibilities include analyzing alerts, prioritizing incidents by impact, and collaborating with network, server, security, and cloud teams

Formación

• Demonstrated experience with 24x7 infrastructure monitoring using NOC tools.
• Ability to work rotational shifts to maintain 24/7 coverage.
• Basic network troubleshooting covering LAN/WAN, switches, routers, firewalls, VPNs, Wi-Fi, ISP.
• Ability to perform network diagnostics including ping, traceroute, latency checks.

Responsabilidades

• Perform 24x7 proactive monitoring of network, server, application, cloud, and security infrastructure using NOC tools.
• Analyze alerts and perform initial level troubleshooting and impact assessment.
• Create, update, categorize and prioritize incidents and tickets based on business impact and severity.
• Perform basic troubleshooting of LAN/WAN connectivity, switches, routers, firewalls, VPN connectivity, Wi‑Fi, and ISP connections.
• Troubleshoot basic server, application, and system service availability.
• Escalate unresolved or critical incidents to L2/L3 teams within defined timelines.
• Monitor critical infrastructure and ensure action on high priority P1/P2 incidents.
• Maintain accurate ticket updates, logs, and incident timelines.
• Generate daily shift monitoring reports and participate in handovers.

Conocimientos

NOC monitoring

Incident management

Network troubleshooting

Shift work

ISPs coordination

Documentation

Herramientas

Nagios

Zabbix

PRTG

SolarWinds

Datadog

ServiceNow

Jira

Remedy

Descripción del empleo

The L1 NOC Engineer is responsible for 24x7 monitoring, initial troubleshooting, incident identification, ticket management, and timely escalation of network, server, security, and infrastructure alerts. This role performs proactive infrastructure health checks, basic network and server troubleshooting, ISP coordination, and incident management following established procedures and escalation matrices.

Responsibilities:

Perform 24x7 proactive monitoring of network server application cloud and security infrastructure using NOC monitoring tools.

Analyze alerts and perform initial level troubleshooting and impact assessment.

Create update categorize and prioritize incidents and tickets based on business impact and severity.

Perform basic troubleshooting of LAN WAN connectivity switches routers firewalls VPN connectivity Wi-Fi and ISP connections.

Troubleshoot basic server application and system service availability.

Follow defined Incident Management Event Management SOPs runbooks and escalation procedures.

Escalate unresolved or critical incidents to L2 L3 Network Server Security Cloud or Application teams within defined timelines.

Monitor critical infrastructure and ensure appropriate action is taken for high priority P1 P2 incidents.

Perform basic network checks including ping traceroute interface status packet loss latency and resource utilization checks.

Perform basic server checks including reachability health monitoring CPU RAM utilization and hard disk performance.

Monitor WAN links and report latency packet loss and link failures.

Coordinate with ISPs vendors and internal support teams for incident resolution.

Maintain accurate ticket updates troubleshooting notes and incident timelines.

Perform routine health checks and generate daily shift monitoring reports.

Participate in shift handovers and communicate all open or high priority incidents.

Identify recurring alerts and escalates them for problem management and root cause analysis.

Maintain proper documentation of incidents operational activities and infrastructure changes.

Support planned maintenance change activities and infrastructure implementation activities as required.

Requirements:

Demonstrated experience or knowledge in 24x7 proactive infrastructure monitoring using NOC tools.

Ability to work rotational shifts to maintain continuous 24/7 operational coverage.

Basic network troubleshooting skills covering LAN WAN switches routers firewalls VPNs Wi-Fi and ISP connectivity.

Ability to perform basic network diagnostics including ping traceroute interface checks packet loss and latency monitoring.

Basic server health and performance monitoring skills including reachability CPU RAM and hard disk utilization checks.

Understanding of basic server hardware concepts including RAID and server models such as HP and Dell.

Knowledge of Incident Management processes ticket management and escalation protocols.

Experience or ability to coordinate with ISPs vendors and internal technical support teams.

Ability to follow SOPs runbooks escalation matrices and technical documentation.

Strong communication skills for maintaining accurate ticket notes generating daily reports and conducting shift handovers.

Nice to Have:

CompTIA Network+, CCNA, or similar basic networking certification.

Familiarity with ITIL framework concepts and ITSM ticketing platforms such as ServiceNow, Jira, or Remedy.

Basic exposure to cloud environments including AWS, Azure, or Google Cloud Platform.

Hands on experience with monitoring tools such as Nagios, Zabbix, PRTG, SolarWinds, or Datadog.

What Success Looks Like:

Maintaining continuous 24x7 monitoring and rapid initial response to infrastructure alerts.

Accurately creating categorizing and prioritizing incident tickets in accordance with business impact.

Executing timely escalations of P1 P2 and unresolved incidents to higher tier teams and vendors.

Conducting thorough shift handovers routine health checks and accurate daily reporting.

Identifying recurring alerts to support problem management and root cause analysis.